no phones for customer service

[Bergovoy]

I spoke with Steve at MD and he explained to me that the reason they did not return my phone call message, and my directions on my email for them to contact me via phone, (as this situation is urgent as we are talking about the main pump for my filter) was because that they are mainly an ONLINE business, so most answers are responded to by email. (I suggest they remove the telephone number from the website)

And even though I had expressed the urgency and nature of this claim in my messages and email, it appears that MD did not agree that this instance is of a critical nature and causually sent an email, which I was not able to check for several hours, causing me further delays in resolving this issue.

MD can not possibly be serious about thier business if they are going to submit off the cuff remarks like the one above, and not act on issues of this nature. MD has the resources to have corrected this TODAY. I could have driven the hour each way to get the equipment I need, (and paid for) so that there would be no impact on my tank.

They choose not to.

I choose to not do business with them.

I also choose to let others now, that MD is not all that.

Bill

 

[MarineDepot]

Thank you for your email and posts on RC, first of all.. I do want to apologize for the situation you are in and how you feel about it. We do our best to satisfy each and every customer.

As our policy states, we can only exchange items that are in with in the 30 days from the original purchase date. You made your purchase on December 9th as you stated in your email.
On your packing slip it also states to inspect your order when you receive it, we give 72 hours to do this from the time you receive your order. If and when an item becomes defective after the 30 day period the warranty is handled solely by the manufacturer, which you were directed to by one of our representatives since the pump was purchased over 2 months ago from today’s date. The last update I have is that one of our representatives contacted Danner and the manufacturer said it has been taken care of for you. Bill please keep in mind that this pump has a 2year manufacturers warranty that has been taken care for you by Danner. I do apologize that you did not receive call from us as you stated, I would also apologize that you feel that we have not met your customer service expectations

Walter F
Marine Depot Customer Services
714.385.0080 Phone
714.385.0180 Fax
www.MarineDepot.com

 

[Bergovoy]

cut and paste answer?? You DO go out of your way?

I am not here to argue with you. I mearly pointed out my experience, if you wish to resolve this, please contact me.

Other then that, I will only respond to comments requiring further information or clarifications to those already made.


Bill